• The UK Customer Satisfaction Index gives a unique insight into the quality of customer service across the country
  • Consumers are asked a set of questions every six months which asks about key customer experience measures, such as quality of product and ease of doing business
  • For the second time this year, LV= tops the insurance sector for customer satisfaction

The UK Customer Satisfaction Index (UKCSI) is the national measure of customer satisfaction. It gives an insight into the quality of customer service in the UK as a whole, as well as 13 sectors of the economy including the insurance industry. 

Every six months, they run an online survey of UK consumers.

People are asked to rate, from 1-10, their experience of organisations they’ve dealt with in the past three months. The survey looks at things like professionalism, quality and efficiency, ease of doing business, timeliness, problem solving and complaint handling, trust and reputation. According to The Institute of Customer Service, these are the key things that make a great customer experience. 

LV= has been the top ranked insurer for satisfaction for the second consecutive wave (January 2017 and July 2017). 

In particular, it shows our strengths, compared to the industry average, in reputation, openness and transparency, quality of the product, and the ability to interact in the way the customer chooses.

A line graph comparing LV= customer satisfaction score against the insurance sector and UKCSI overall. LV='s line is way above the other two.

We’d like to take this opportunity to thank all of our customers for helping us to top both the UKCSI report and earn the Which? Insurance Provider of the Year award. 

Thanks to your feedback, we have been able to improve our products, services and how we handle your claims. With your help, we’ll continue to offer the best possible service and cover for the things that matter most.

Read more about the UKCSI 2017 survey.